• Handle inbound calls from ISPs within agreed shift coverage (08:00 to 20:00 UK time, MondaySaturday).
• Accurately capture call details and customer intent to support downstream ticketing and queue processes.
• Meet Average Handling Time (AHT) and call quality targets as agreed with CityFibre.
• De-escalate frustrated or irate customers professionally, particularly during outage-driven call spikes.
• Operate softphone/telephony tools (e.g. Telecm, Vonage) within a VDI/Cloud PC workplace, troubleshooting basic audio/access issues where possible.
• Escalate calls or issues outside of First Line scope to the Cross-Programme Team Lead per the agreed escalation route.
• Maintain data confidentiality in line with CityFibre and Prodapt data security requirements.
• Participate in daily/weekly reporting and governance cadence as required.
📌 TSC Call support Agent (Chennai)
🏢 Prodapt Solutions
📍 Chennai
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